Guest Experience Manager

The Clyde Hotel • Albuquerque, NM

10h • Onsite

About The Position

Heritage Hotels & Resorts, New Mexico’s premier locally owned hospitality group, is seeking a Guest Experience Manager. This role is pivotal in driving every aspect of guest arrival, departure, and initial impressions within the hotel, ensuring a seamless and elevated guest journey. The manager will combine operational excellence with personalized hospitality by leading the Front Desk, Valet, and Bell Services teams. The primary goal is to ensure consistent service delivery, anticipate guest needs, and transform routine interactions into memorable experiences. Through strong team development, thoughtful problem-solving, and cross-functional collaboration, this position is crucial for enhancing guest satisfaction, strengthening the hotel’s reputation, fostering loyalty, and contributing to overall operational and financial success.

Requirements

• Exceptional interpersonal and communication skills with the ability to engage confidently with diverse and discerning guests.
• Demonstrated leadership ability in high-visibility, guest-facing hotel environments.
• Strong understanding of front desk operations, valet logistics, bell services, and overall rooms division coordination.
• Proficiency in property management systems (PMS), point-of-sale systems, and guest service technology platforms.
• Strong problem-solving and conflict-resolution skills with a calm, solution-oriented approach.
• Ability to make real-time operational decisions that balance guest satisfaction with business needs.
• Highly organized with the ability to manage multiple service touchpoints simultaneously.
• Ability to interpret occupancy data, service metrics, and guest feedback to drive improvements.
• Financial awareness including labor planning and expense oversight.
• Commitment to luxury or elevated hospitality service standards.
• Ability to maintain discretion and professionalism in VIP and high-profile guest situations.
• Proven ability to coach, mentor, and develop guest-facing teams to achieve service excellence.
• Flexibility to work evenings, weekends, and holidays as business demands require.

Nice To Haves

• Bachelor’s degree in Hospitality, Business, or related field preferred.

Responsibilities

• Foster a professional, welcoming, and service-driven culture in all interactions with guests, visitors, and team members.
• Oversee daily front desk, valet, and bell operations to ensure smooth arrivals, departures, and lobby flow.
• Ensure appropriate staffing levels and scheduling coverage aligned with occupancy forecasts, group arrivals, and special events.
• Maintain high standards for guest greeting, check-in/check-out efficiency, luggage handling, parking services, and overall lobby presentation.
• Lead daily stand-up meetings to align teams on VIP arrivals, group movements, service priorities, and operational updates.
• Monitor guest satisfaction metrics, online reviews, and internal feedback tools to identify trends and implement service improvements.
• Respond promptly and professionally to guest concerns, service recovery situations, and escalations, ensuring resolution and follow-up.
• Collaborate with Housekeeping, Facilities/Maintenance, Sales, and Food & Beverage teams to ensure seamless guest transitions and coordinated service delivery.
• Ensure adherence to hotel standards, cash-handling procedures, safety protocols, and data privacy requirements.
• Oversee guest service systems including property management systems (PMS), key control procedures, and transportation coordination.
• Support recruitment, onboarding, training, and performance development of guest-facing team members in alignment with company policies and applicable employment regulations.
• Monitor labor costs and operational expenses within the department to align with budget objectives.
• Model professional appearance and conduct consistent with hotel and uniform standards.
• Safeguard company assets and maintain confidentiality of guest and proprietary information.
• Perform other related duties as assigned.

Benefits

• Competitive pay and comprehensive benefits including a 25% match for 401k!
• Generous employee discounts across Heritage Hotels, restaurants, spa and retail!
• Enjoy complimentary meals during scheduled work shifts!
• Free employee parking!
• Growth and development opportunities!
• Inclusive, people-first culture!

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed
• Number of Employees: 101-250 employees